E-commerce Customer Support Agent

BruntWork.com

Hybrid

Remote

Full Time

This is a remote position.

Job Highlights:

Contract type: Independent Contractor
Schedule: 11 am-8pm weekdays, 8am-5pm weekends as per roster AET

Client Time zone: Australian Eastern Time
Client Overview

Join a leading Australian furniture and home goods company that has revolutionised online retail through innovative technology and exceptional customer experience. This dynamic e-commerce business has successfully integrated cutting-edge AI systems to streamline operations while maintaining the human touch for complex customer interactions. The company experiences exciting seasonal peaks including major sales events, offering variety and growth opportunities in a fast-paced digital retail environment.

Job Description

Become the voice of an innovative Australian brand where you'll handle sophisticated customer interactions that require human expertise beyond automated systems. You'll work with state-of-the-art customer service technology while managing high-value, complex inquiries across multiple channels. This role offers the opportunity to develop advanced customer service skills in a thriving e-commerce environment, supporting customers during their most important shopping decisions and peak retail periods like Black Friday and holiday seasons.

Responsibilities

Handle inbound and outbound phone calls with Australian customers, providing expert guidance and support
Manage live chat conversations and respond to non-live customer tickets with professionalism and efficiency
Process pre-purchase sales inquiries and provide detailed product guidance to help customers make informed decisions
Resolve delivery inquiries and logistics-related concerns, ensuring smooth customer experiences
Tackle complex customer service issues that require advanced problem-solving skills and human intervention
Provide coverage during peak Australian business hours, including evening shifts when customers need support most
Deliver weekend customer support coverage to ensure consistent service availability
Maintain exceptional quality standards and professionalism in all customers interactions

Requirements

Previous customer support experience, preferably in retail or e-commerce environments
Experience speaking with Australian businesses and customers
Willing to work on Saturdays and Sundays as part of the regular schedule
Excellent attendance record in past companies
Advanced problem-solving skills to handle complex customer inquiries effectively
Experience managing multiple communication channels including phone, chat, and email
Adaptability to work in a fast-paced, technology-enhanced customer service environment

Benefits

Independent Contractor Perks:

HMO Coverage for eligible locations
Permanent Work from home
Immediate Hiring
Steady Freelance job

Please note that since this is a permanent work-from-home position and an “Independent Contractor” arrangement, the candidates must have their own computer and internet connection. They will handle their own benefits and taxes. The professional fees are on hourly rates and the rate depends on your performance in the application process.

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